Technical Service Representative

We are seeking an intermediate-level Technical Support Representative with experience supporting customers using physical hardware and software products. In this role, you will provide advanced product support for barcode scanners, industrial printers, APIs, and firmware integrations. This position focuses on product performance, field issue resolution, device connectivity, and system integration. It is best suited for someone who understands how to work directly with customers, distributors, and field technicians to resolve technical issues related to our product line.

Qualifications

• Provide timely technical support for company products, including printers, scanners, APIs, and software.
• Address complex customer inquiries through phone, email, and case management systems.
• Diagnose and troubleshoot hardware, firmware, software, and connectivity issues.
• Support system integrations and configurations, performing remote diagnostics as needed.
• Research and adapt procedures or develop new solutions for technical problems, engaging engineering teams when necessary.
• Manage case lifecycle from intake to resolution, ensuring accurate documentation and follow-up.
• Maintain customer records and track trends within the CRM platform.
• Assist in training and mentoring junior Technical Support team members.
• Stay updated on technological developments and product changes to enhance service delivery.

 

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